Job Description

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today.

This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office.

The Workforce Management (WFM) Analyst is responsible for ensuring the Contact Center is appropriately staffed to meet member service expectations across all channels including phone, video banking, chat, email, SMS and back office queues. This role supports forecast creation, schedule optimization, real time monitoring, and performance reporting.
The WFM Analyst plays a key role in delivering exceptional member experience by ensuring staffing aligns with demand, supporting consistent service levels, optimizing resource utilization, and enabling operational efficiency.

​ ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Forecasting & Planning
  • Develop short-term and long-term forecast models for call volume, AHT, shrinkage, occupancy, and multichannel demand.
  • Analyze historical patterns, seasonality, marketing events, product launches, and operational impacts to refine forecast accuracy.
  • Incorporate shrinkage factores (PTO, training, meetings, adherence variances) into staffing projections.
  • Provide staffing recommendations aligned to service level goals.
  • Partner with leadership on annual budgeting, headcount planning, and scheduling strategies.
• Scheduling & Optimization
  • Build and maintain agent schedules to maximize resource efficiency.
  • Manage shift changes, rotations, PTO planning, overtime needs, and training/offline time allocation.
• Real Time Management
  • Monitor real-time call volume and adjust staffing levels as necessary.
  • Recommend actions such as channel prioritization, skill changes, reprioritization of after-call work, overtime/early-release decisions, and overflow routing.
  • Monitor adherence dashboards and work with leadership to resolve schedule compliance issues.
• Reporting and Analytics
  • Produce daily, weekly, and monthly performance reports.
  • Interpret trends and provide actionable insights to leadership.
  • Identify performance gaps and partner with leaders on coaching opportunities related to adherence or schedule compliance.
• Operational & Technology Support
  • Serve as the subject mtter expert for WFM tools, scheduling, and reporting.
  • Support system configuration, skill assignment, routing changes, and other administrative tasks.
  • Participate in UAT, process improvement, and change management initiatives for new systems or workflows.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:

• Associate's degree in Business Administration, Operations Management, or a related field.
• Minimum 2 years experience in Workforce Management or related roles.
• Proficiency with Workforce Management tools and software.
• Proven ability to analyze trends, build staffing models, and prepare performance reports.

ADDITIONAL/IMPORTANT SKILLSETS:

• Excellent communication and interpersonal skills.
• Strong organizational and planning skills.
• Strong analytical, mathematical, and problem solving skills.

• Highly proficient use of PC and contact center technologies.
• Understanding of adherence, shrinkage, and occupancy concepts.
• Ability to make real-time decisions under pressure.
• Ability to work in a virtual team environment.

PHYSICAL REQUIREMENTS:

To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated, and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the Credit Union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the Credit Union within 30 days of any changes that need to be reflected on the NMLS registry.

Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans.

We are an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class.